Own end to end service.

There are several ways in Service Level Management in which you can structure your SLAs. To do that, here are a few
important factors to consider:

•Will the SLA structure allows flexibility in the levels of service to be delivered for various customers?

•Will the SLA structure require much duplication of effort?

•Who are the stakeholders who will sign the SLAs?

ITIL focuses on three types of options for structuring SLA:

1. Service-based
2. Customer-based
3. Multi-level or Hierarchical SLAs.

1. Corporate level:

All of the general issues relevant to the organization are covered, and they are the same throughout the entire
organization.

For example, with security SLA at the organization level, every employee needs to create passwords of 8 characters
and must change it every thirty days—or every employee needs to have an access card with an imprinted
photograph.

2. Customer level:

Those issues specific to a customer can be dealt with.

Security requirements of one or more departments within the organization are higher. For example, the financial
department needs more top security measures by virtue of its crucial role and handling of financial resources.

3. Service Level:

All issues relevant to a specific service (in relation to the customer) can be covered.

Applies to all customers that contract the same service — for example, contracting IT support services for everyone
who uses a particular IP telephony provider.

An SLA document typically consists of:

1. An introduction to the SLA, what does this agreement propose

2. A Service description, what service this SLA supports and details of the service
3. Mutual responsibilities, who’s responsible for what part of the service
4. Scope of SLA
5. Applicable service hours, from what time till what time is the service available according to the agreement
6. Service availability, how much is the service available during the service window and outside of the service
window
7. Reliability
8. Customer support arrangements
9. Contact points and escalation; a communication matrix
10. Service performance
11. Security
12. Costs and charging method used

End to end customer experience is the set of interactions between customers and an organization throughout the
duration of their relationship.
Usually, it encompasses three elements:

1. The customer’s points of contact with the brand (moments of truth)

2. The Customer Journey

3. And the environments in which the first 2 take place

Service Level Management activities include:

1. Identifying business requirements by working with business units

2. Establishing the scope of services, timeliness, hours of operation, recovery aspects, and service performance
3. Translating business requirements into IT requirements
4. Developing and maintaining a service catalogue, including costs for different tiers of service performance
5. Performing gap analysis between business requirements and available services.
6. Determining the costs related to services such that service goals satisfy business needs at a price the
business can afford
7. Drafting, negotiating and refining SLAs with the business units, ensuring business requirements are met and
agreement from all parties involved
8. Implementing SLAs
9. Measuring SLA performance, reporting results and adjusting as necessary

Immediate benefits to implementing SLM processes include:

1. Enabling a better understanding between business units and IT

2. Setting more accurate service quality expectations and effectively measuring, monitoring and reporting
service quality
3. Clearly delineating roles and responsibilities
4. Providing the necessary flexibility for business to react quickly to market conditions
5. Creating more accurate infrastructure sizing based on clearly defining service levels
6. Avoiding or mitigating the costs of excess or insufficient capacity
7. Providing discipline in supporting internal or external sourcing of IT services

End to end process owner can decrease overall costs and handoffs, increase quality and speed of execution. They
can gain any visibility to any duplicative or contradicting efforts and eliminate them.

At a high-level, Owner is accountable for a service/process/task/product (by ensuring that the expected outcome &
quality is delivered, maintained and improved) – whereas Manager is responsible for the same (by ensuring
adherence/compliance and consistency)

This important role manages the development, implementation, evaluation and ongoing management of new
products and Services. Manager is responsible for managing end-to-end life cycle of the service

Service Owner - responsible for setting service levels and KPIs

Service Manager - responsible to monitor and ensures performance and effectiveness of the processes/services

In simple term, an owner is a financial provider with no legal responsibility to the day-day outcome, while the
manager is the person legally responsible for identifying needs, setting strategies, distributing assignments,
following-up on day-day tasks & achievements and meeting business and operational goals that were set based on
owner expectations.
The role of Service Management is to address the business needs and be able to combine agility with
reliability.

Service Level Management (SLM) aims to negotiate Service Level Agreements with the customers and to
design services in accordance with the agreed service level targets. This ITIL process is also responsible
for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to
monitor and report on service levels.
Service Level Manager

• The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these
are met.
• He makes sure that all IT Service Management processes, Operational Level Agreements and Underpinning
Contracts are appropriate for the agreed service level targets.
• The Service Level Manager also monitors and reports on service levels.